Job Title: Feedback and Resolution Advisor
Salary: £26,950 Per Annum
Hours: 37 Hours Per Week
Type: 6 Month FTC
Location: Birmingham, B37
Start Date: ASAP
We are seeking dedicated Feedback and Resolution Advisors for a 6-month fixed-term contract. This role is pivotal in ensuring customer satisfaction and effectively resolving complaints and compensation claims. Join our team to contribute to our mission of delivering exceptional customer service and improving the overall customer experience.
Key Duties and Responsibilities:
- Receiving complaints, compensation requests, and reports of customer dissatisfaction via multiple channels (customer portal, webchat, phone, email, face-to-face, and customer feedback platform).
- Assisting Senior Feedback and Resolution Advisors with the resolution of complaints and compensation claims, including timely customer contact, liaising with service team colleagues, and updating systems.
- Responding to real-time dissatisfaction comments processed from the customer feedback platform, investigating, and escalating where necessary.
- Preparing quality and performance monitoring data, updating information boards, and ensuring performance targets are met.
- Engaging with customers to gather feedback on service delivery and improve customer experience and satisfaction.
- Adhering to key policies and procedures, including Health and Safety, GDPR, Equality and Diversity, and Safeguarding.
- Handling customer calls or emails during high business demand or continuity periods.
Qualifications and Experience:
- Educated to GCSE or equivalent standard in English and Maths.
- Demonstrable experience in a pressurized customer service environment in a similar role.
- Proven experience with computerized systems and data input (including Microsoft Office systems).
- Experience dealing with vulnerable, demanding, or stressed customers.
- Experience in problem-solving and dispute resolution.
- Knowledge of complaints, compensation, and customer feedback policy.
- Ability to handle incoming and outgoing customer calls.
- Informed decision-making within guidelines and using judgment when necessary.
- Flexibility with working hours to reflect service operating hours.
If you require any additional information regarding the position, please call David at Service Care Solutions on or send an E-Mail to